Acme Septic Tank Services Inc

This was a very disappointing experience on all levels.  NOTE--I had used this company in the past and been satisfied.  However, the person who once answered the calls, etc. was not involved in this debacle.  I don't know if this fellow has left the company? or on vacation? 
I called for a basic septic tank pump clean-out--routine service.  Acme did show up on the appointed day and time.  The fellow went out into the front yard, started to dig a bit and came to the front door.  He tells me that the pipe to do the draining is "too far down" and "the ground is too hard"--he just can't get it dug out, and will need to return with a small excavator.  I've lived here for 18 years and at no time has anyone ever needed an excavator to clean out the tank.  It was a very hot day, and I suppose, to be fair, it would be easier to dig with a machine than with a shovel.  He said he would return that afternoon with the excavator and I would be "all set".
He never returned, never called, never heard squat from these people again.  I wasn't billed, but nontheless, I also needed the service performed.   They simply went into the woodwork never to be seen or heard from again.
The best thing I can muster up would be that in the past, prior to this, they'd done a decent job for a fair price.  What's changed?  I have no idea.  I know that in the future I will be calling Northrup to do my tank.  My experience with them was the exact opposite of Acme.

Responding to a septic back-up, they actually arrived in 10-15 minutes! I have a bit of a difficult septic tank location, but he did not give up where others may have. He worked with me to get a solution around the challenges, and ensured that I had a free-flowing system after they pumped the (very full) tank out. He answered all the questions I asked of him, and was polite. We actually discovered a problem after digging to discover the septic tank cover, and he had to go to another job (which he explained to me beforehand). Offered to do away with the digging-fee if I wanted to finish digging it out (which I agreed to). He then returned later to to the pumping and system check, including snaking the vent to free a clog. I took care of re-covering the dug area, and he reduced the fee, as agreed to. I did not do a full breadth research for this job, so I do not know how their prices compare. Therefore, I gave them a middle-of-the-road "Fair" rating on price. I was happy with them, and would use them again.